Head of Client Services - FPI

Key Responsibilities

Strategy

• Works with the BAM team to manage existing/ strategic clients to maximize client satisfaction and long term contribution to the bottom line. Champion client incident management by ensuring timely rectification and escalation where required. Ensure root cause analysis is completed and preventative measures are implemented effectively. Service level reviews conducted in a planned manner with appropriate engagement from internal stakeholders (i.e. key BAM and/or SSO participation if needed)
• Identify opportunities for service improvement based on useful metrics and demonstrate results
• As an internal voice of client, work together with BAMs, Operations, Technology, and other key internal stakeholders to solve client issues timely with no/ minimal escalation and identify opportunities to improve overall service for the client.
• Focus on digitization by looking at the possibility of STP through client interactions based on useful metrics and demonstrate results.
• Proactive client engagement and regular pulse checks for premier clients through due diligence visits, service reviews, proactive communication of market news, deeper understanding of clients need end-to-end, questionnaires completion, RFP, etc.
• Work on regional initiatives within the FSS bsuiness

Business

• Have in-depth knowledge of capital market settlement, regulations (FPI, FEMA, FVCI), FX related points
• Effective communication skills to help clients address their query. Go on client calls as a SME and hand hold clients in their day-to-day transactions 
• Work Closely with internal stakeholders like, TB, FM, Compliance, Legal, Implementation, Product and Operations to ensure comprehensive and timely reporting of market information to client through Service Reviews
• Build a rapport within competition in the Securities Services world to ensure that we are hand on with respect to changes in the regulations and their larger impact.
• Work together with BAM and Sales to ensure that SCB leads the way in the Global Custodian Survey
• Leveraging on metrics and client insights to understand client's needs, and identify opportunities for improvements in service, product solutions, utilization and optimizing channel usage, up-selling and cross-selling etc.

Job Summary

Processes

• Ensure incidents are recorded, managed and resolved in a timely manner. Actively engage with internal stakeholders and support functions to overcome obstacles in resolution of incidents while providing timely updates to client and internally on progress made.
• Maximize the GEMS work tool to gain efficiency in directing and resolving client queries along with incident escalation protocol.
• Make and update DOIs. Look at existing processes and identify key areas of improvement with spefic focus on efficiency and risk reduction
• Monitor existing capacity of the team and report monthly.
• Use GEMS incident user interface to ensure client complains are logged timely and accurately for auto-system escalation communications to the appropriate senior management levels responsible to ensure full resolution of client issues and regularly update client on progress if the issue is taking longer than expected.
• Perform regular query analysis and implement suggestions to reduce client queries 
• Maintain a professional and positive SCB image through all interactions with clients.
• Continually identify opportunities to improve client efficiency and performance, through e.g. optimizing channel usage, identifying service improvements, product solutions, and cross-sell opportunities.
• Assist in implementation of service and efficiency improvement initiatives in Securities Services and facilitate transfer of best practice.

People & Talent

• Support the Country Head of Client Solutions to plan and control staffing, deployment, training, appraisals, and all other personnel matters relating to staff in the team.
• Encourage and foster a highly collaborative and supportive working environment where staff at all levels put the best interest of clients at the center of everything the team does.
• Effective performance management of all staff to ensure rewards are merit based and results driven.
• Execute team operating standards set out by the Country Head of Client Services as independent quality assurance within the team to ensure highest standards of service execution and related client communication.

• Ensuring participation of training modules by team members and track training completion.
• Providing regular individual and team feedbacks for ensuring high level of motivation and sharing of knowledge.

Risk Management

• Full awareness of the Bank's risk management approach through 1st, 2nd, 3rd line of defense
• Thematic analysis and review of client issues and complains in order to identify root causes and remediation actions.
• Comply with Operational Risk Framework set out for Client Service including but not limited to client identification, complaints and enquiry handling.
• Adhere to policies including escalation and compliance requirements and follow any other relevant internal controls and procedures as they relate to process, products, policies and regulations.
• Ensure that all incidents and client complaints are captured in GEMS and followed-up for closure

Governance

• No exception to completing mandatory trainings timely.
• Comply with applicable Money Laundering Prevention Procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and Line Manager.
• Uphold highest level of code of conduct to ensure full compliance with regulations, policies, and procedures. 
• Embed the Group's values on code of conduct, into the team, ensuring adherence with highest standards of ethics and compliance with relevant policies, procedures and regulations become a part of the culture.​​​​​​​

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group's Values and Code of Conduct. 
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
• Lead the [Client Service team ] to achieve the outcomes set out in the Bank's Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] 

Key stakeholders

• Securities Services Business
• Securities Service Global counterparts
• Securities Services Product
• Compliance and Legal
• COBAM and relationship managers
• SS Operations
• FX dealers and front office
• Peer Custodians
• Clients​​​​​​​

Other Responsibilities

• To deliver the right level of client service and advice to Securities Services clients in all interactions for their transactional enquiries complains, and other service-related issues based on the client tiering model.
• Champion client incident management by ensuring timely rectification and escalation where required. Ensure root cause analysis is completed and preventative measures are implemented effectively.
• Maximize the GEMS work tool to gain efficiency in directing and resolving client queries along with incident escalation protocol.
• Perform Ad-Hoc responsibilities as when assigned by the senior management of the department.
• Ensure timely completion of Due Diligence questionnaires and assist in organising due diligence visits as and when required. 

Skills and Experience

• Product Knowledge
• Influencing and negotiation skills
• Communication skills (written and verbal)
• Stakeholder Management
• Time Management
• Interpersonal skills and positive attitude